Reliable after-hours or 24/7 call escalation services
Reliable 24-hour escalation services
Whatever time of day or night, we can effectively screen calls and ensure urgent notifications get through to the right rostered or on-call personnel. Additional charges apply after hours.
Offsite receptionists in Australia providing the assurance that essential business messages have been received
Customised processes
We can manage a dedicated escalations line or implement a scripted stepped procedure to triage when matters are non-urgent or critical.
Call, text & email alerts
You nominate who should be contacted, in what order and how contact attempts should be made (additional charges apply for SMS).
Message confirmation
We keep trying to reach your nominated on-call personnel until message delivery is confirmed or until your stipulated timeframe has passed.
Roster integration
Bundle with on-call rosters management to ensure the most appropriate person is contacted. Additional charges apply.
24-hour availability
Our escalations services can be used 24/7/365 or only after-hours when your own team is not available. Additional charges apply after-hours.
Call-out screening
If emergency after-hours attendance is required, we can advise the caller of applicable call-out fees prior to initiating the escalation process.
Calls answered & escalated swiftly, whatever your needs may be
Calls escalated swiftly based on your needs
Whether you have a dedicated escalations line, multiple escalations pathways or simply want to ensure call-out fees are quoted and agreed to prior to after-hours on-call personnel being woken, we can provide the support you need.
We provide reliable and effective escalation management for clients within various industry sectors, with options for notifications to be made by outbound calls or sent by either SMS or email.
Critically, we answer calls fast – on average within 12 seconds – with capacity to handle high volumes.
Vodafone Business Assistant answering service plans (with escalation management enabled)
As escalation management is an add-on, this solution is implemented using our Business Assistant service as a base
0 included minutes
Pay As You Go
Business Assistant
$65per month
7-day free trial available
Try our Business Receptionist answering service (no credit card required) then upgrade
Total minimum cost $115*
Additional incoming minutes
Additional minutes $3.35/minute
After-hours premium
After-hours calls add $0.50/minute
SMS charge
SMS is $0.10/SMS
Transfer charge
Transfers are $0.30/transfer
25 included incoming minutes
25 Plan
Business Assistant 25
$125per month
7-day free trial available
Try our Business Receptionist answering service (no credit card required) then upgrade
Total minimum cost $175*
Additional incoming minutes
Additional minutes $3.25/minute
After-hours premium
After-hours calls add $0.50/minute
SMS charge
SMS is $0.10/SMS
Transfer charge
Transfers are $0.30/transfer
50 included incoming minutes
50 Plan
Business Assistant 50
$165per month
7-day free trial available
Try our Business Receptionist answering service (no credit card required) then upgrade
Total minimum cost $215*
Additional incoming minutes
Additional minutes $3.15/minute
After-hours premium
After-hours add $0.50/minute
SMS charge
SMS is $0.10/SMS
Transfer charge
Transfers are $0.30/transfer
100 included incoming minutes
100 Plan
Business Assistant 100
$280per month
7-day free trial available
Try our Business Receptionist answering service (no credit card required) then upgrade
Total minimum cost $330*
Additional incoming minutes
Additional minutes $3.05/minute
After-hours premium
After-hours add $0.50/minute
SMS charge
SMS is $0.10/SMS
Transfer charge
Transfers are $0.30/transfer
250 included incoming minutes
250 Plan
Business Assistant 250
$640per month
7-day free trial available
Try our Business Receptionist answering service (no credit card required) then upgrade
Total minimum cost $690*
Additional incoming minutes
Additional minutes $2.95/minute
After-hours premium
After-hours add $0.50/minute
SMS charge
SMS is $0.10/SMS
Transfer charge
Transfers are $0.30/transfer
500 included incoming minutes
500 Plan
Business Assistant 500
$1,230per month
7-day free trial available
Try our Business Receptionist answering service (no credit card required) then upgrade
Total minimum cost $1,280*
Additional incoming minutes
Additional minutes $2.80/minute
After-hours premium
After-hours add $0.50/minute
SMS charge
SMS is $0.10/SMS
Transfer charge
Transfers are $0.30/transfer
1000 included incoming minutes
1000 Plan
Business Assistant 1000
$2,375per month
7-day free trial available
Try our Business Receptionist answering service (no credit card required) then upgrade
Total minimum cost $2,425*
Additional incoming minutes
Additional minutes $2.70/minute
After-hours premium
After-hours add $0.50/minute
SMS charge
SMS is $0.10/SMS
Transfer charge
Transfers are $0.30/transfer
1000+ included incoming minutes
Higher Volume
Custom Package
Please get in touch to request a quote for a Business Assistant package based on your estimated call volumes.
Bundle options available.
Pricing excludes GST
We understand different industries have different escalation needs
Councils & government
When responding to hazards such as flooded roads, fallen trees and blocked drains, or managing a disaster, swift action is needed.
Information technology
When a client needs business-critical helpdesk support in the middle of the night, it’s essential that your on-call technician is made aware.
Plumbing & other trades
Determining if an issue is an emergency and having call-out fees accepted in advance can prevent sleep being disturbed unnecessarily.
Medical & hospitals
When a doctor needs to be notified that they’re needed in surgery, ensuring that message is received can be a life-or-death situation.
Crisis management
When a PR emergency unfolds for a major corporation, it’s vital the right person can be reached without delay.
Facilities maintenance
When someone is stuck in a lift, it’s vital all details are taken down accurately and passed on so they can be helped as soon as possible.
How our on-call escalation management service works
Customised set up
Share details about your business, how you’d like your phone answered, which situations require escalation and who should receive notifications as part of the escalation process.
Caller contacts you
Divert your business number to the number we provide and our receptionists will know when a call is for your business before they answer.
Our receptionist answers
After answering using your preferred greeting, conditional scripting is used to either initiate the escalation process (in the case of dedicated emergency lines) or triage whether a matter is actually critical or a non-urgent issue requiring only a standard message sent.
Escalation if required
Outbound calls are made and/or messages sent to your escalation contacts at agreed time intervals. The escalation remains in flow in our system until your staff member confirms the message has been received.
Escalation service FAQs
Have questions relating to the management of calls that need to be escalated? Browse these common questions and get in touch if you don’t find the answer you need.
Complementary business solutions
Complementary
business solutions
Inbound phone numbers
Bundle a 1300 number or toll-free 1800 number with your answering service to create national appeal or boost business credibility.
Rostered contact management
Need different staff to receive messages or call transfers on different days or weeks? Contacts are able to be easily updated from your client portal or, for a more bespoke solution, our dedicated rostering team can manage your changes as required. Additional charges apply.
Want to talk to our team about escalation services?
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